Senior Manager, Customer Engagement Strategy And Operations

Strategic Customer Engagement Role

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. The Customer Engagement team partners with executives on our 360-degree approach to customer, partner, and internal employee engagements. The team collaborates with senior principals across the company to create long-term trusted relationships with key customers, accelerate our scale to $16B, and help make ServiceNow the best place to work.

Role

This is an extraordinary opportunity to partner daily with our Executive Practitioners within the Global People organization to elevate CxO engagements, increase wallet share, and curate progressive thought. We are looking for a brilliant storyteller who can communicate the ServiceNow mission from a variety of perspectives. As ServiceNow grows and we engage with executives across all industries, our narrative is more important than ever. This role will be part of the Strategic Customer Engagement organization and partner closely with field sales, marketing, and product teams to help scale Global People CxO impact by creating and executing a customer engagement strategy.

What You Get To Do In This Role

Own the Customer Engagement Strategy:

• Increase wallet share through curating the right portfolio of Customers, Partners, and events our Executive Practitioners engage with, working with regional sales principals on which customers they should meet with and when
• Optimize the process for the Practitioner with customers end-to-end: ensure thorough and thoughtful briefing documents, create any materials needed for the meeting, partner with sales to deliver follow-up messages to the customer, etc.
• Attend customer meetings and capture major takeaways, maintain milestones, track, assign, and drive the delivery of clear action items.
• Deepen strategic customer/partner relationships: work with the Sales and Customer Success organizations to proactively engage top customers and partners, close the loop when deals close of people the Practitioner has a relationship with, develop nurturing campaigns, etc.
• Help define how slides and visuals will enhance a narrative or customer story
• Develop key metrics and capture and examine data to continuously improve the impact of Practitioner customer engagement
• Parachute into complex customer situations as liaison for our CxOs when high visibility opportunities are at risk

Elevating CxO Engagement:

• Own, organize, and manage executive-level special projects to explore and implement changes in customer engagement
• Contribute to codification and sharing of best practices
• Build a foundation to scale events and speaking opportunities
• Become an indispensable thought-partner for Practitioners
• Partner closely with senior stakeholders and cross-functional teams to develop relevant messaging for each engagement
• Global travel for key events
• Create and execute an events engagement strategy while partnering closely with cross-functional teams

To Be Successful In This Role You Have:

8 years of work experience across consulting, executive engagements, or sales, preferably in the cloud/enterprise SaaS/software industry

Experience in leveraging or critically thinking about how to integrate AI into work processes, judgements or problem-solving. This may include using AI-powered tools, automating workflows, studying AI-influenced insights, or exploring AI's potential impact on the function or industry.

Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset; ability to take big ideas and make them simple and digestible

Deep experience in interacting with a broad spectrum of CxOs with a passion for storytelling, narrative structure, and design

Command for building consensus amongst numerous high-powered stakeholders and pushing forward to tangible output/outcomes quickly

Proven capability of building and guiding high-performing teams, either in a direct or indirect/matrixed capacity

Superb ability to influence and motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups

Ability to manage change and ambiguity with an action-orientation/drive - must thrive in a dynamic environment with a strong ability to prioritize

Executive presence, excellent verbal and written communication

High energy, strong work ethic, disciplined execution skills

Proficient with PowerPoint, Excel, Power BI, Dynamics, and familiarity with several prominent productivity tools

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.